Customer Experience Process Development

Job Description

Key Responsibilities:

• Lead Process Improvements: Drive systems and process improvements by collaborating with internal teams.
• Customer Feedback Analysis: Analyze feedback from customer surveys to identify areas for improvement and boost the Net Promoter Score (NPS).
• Post-Service Follow-Up: Use CRM tools to address customer grievances and ensure quick resolution.
• Promote Digital Tools: Encourage the adoption of CRM-integrated tools to improve dealer workshop efficiency.
• Support Dealers Regional Offices: Provide support for CRM solutions and ensure adherence to service standards at dealer locations.

Key Challenges:

• Managing multiple projects and deadlines.
• Analysing data to draw actionable insights.
• Overcoming resistance to new digital tools and processes at dealer locations.